CD Tesis

Pengaruh Kualitas Pelayanan Terhadap Perilaku Komplain Dan Citra Instansi Pada Kantor Pertanahan Kabupaten Kampar

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This study aims to analyze the effect of tangible, empathetic, reliability, responsivness and assurance on complaints behavior and agency image. To analyze the influence of complaint behavior on the image of the Kantor Pertanahan kabupaten Kampar.
The population in this study were 13107 people who managed land activities in Kampar District. The sample in this study were 154 people or applicant. The analysis technique used in this study is Path Analysis using the SPSS program.
Service quality (tangible, empathy, reliability, responsiveness assurance) give a negative effect to Complaint behaviour on -0.218. Service quality (tangible, empathy, reliability, responsiveness assurance) give a positive effect to Agency Image on 0.148. And Complaint behavior give a negative effect to Agency Image on -0.477.
The results of this study indicate that tangible, empathetic, reliability, responsivness and assurance influence the complaint behavior. Tangible, empathetic, reliability, responsivness and assurance have an effect on agency image and complaint behavior have an effect on the image of Kantor Pertanahan kabupaten Kampar


Keywords : Tangible, Emphaty, Reliability, Responssivness, Behavior Assurance Complaints and Agency Images

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Ketersediaan

Informasi Detail

Judul Seri

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No. Panggil

10 03. 219 (0029)

Penerbit

Pekanbaru : Universitas Riau – Pascasarjana – Tesis Manajemen., 2019

Deskripsi Fisik

xiv, 102 hlm.; ill.; 29 cm

Bahasa

Indonesia

ISBN/ISSN

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Klasifikasi

10 03. 219 (0029)

Tipe Isi

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Tipe Media

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Tipe Pembawa

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Edisi

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Subjek

PASCASARJANA (MAGISTER) MANAJEMEN

Info Detail Spesifik

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Pernyataan Tanggungjawab

FATAH

Versi lain/terkait

Lampiran Berkas

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